• Oracle Production Support Analyst IV (Lead)

    Job Location US-GA-Atlanta
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at or connect with us on,, or



    The primary responsibility is to manage and resolve production incidents and issues in a timely manner according to business priority. Further duties include being a liaison between the Oracle User Community and the Financial Information Systems (FIS) Team to facilitate complex Oracle technical questions, collaboration and fluid communication. This position may have direct reports. This position manages the Production Support function for the Oracle E-business Suite consisting of Accounts Payable, Accounts Receivable, Inventory, Cash Management, General Ledger, Purchasing, and Channel Revenue Management (Trade Management). Additional applications supported by Production Support include but are not limited to Discoverer and Endeca. 



    • Managing and working Service Now Help Desk tickets and issues via the Incident Management process.  This includes monitoring the Oracle Financial queues to ensure all incidents are acknowledged and addressed in a timely manner.
    • Providing guidance and leadership to fellow team members when necessary
    • Coordinating activity and communication across functional, development and operational teams to resolve issues and or concerns
    • Identifying opportunities for improvements both process and or technology
    • Triaging work according to process and business priority
    • Managing the Production Support function using the established FIS Processes
    • Resource Planning to ensure adequate Production Support coverage at all times
    • Provides Monthly Management Reporting detailing Production Support Productivity
    • Coordinates and Facilitates Production Support Team Meetings
    • Creating, writing and implementing Production Support Best Practices Policies
    • Setup and configuration of Oracle Financials modules as required
    • Researching and identifying appropriate solutions for issues and or concerns raised by the Oracle User Community, contractors, partners and etc.  This includes the use or when needed.
    • Technical contact for non-database related problems with 3rd parties (Banks, Vendors) & 3rd party software vendors for assistance in Production problem identification and resolution
    • Position requires 24x7 On Call rotation supporting production EBS environments.  This includes support for International Operations in the UK and Canada.




    Education & Experience:

    • Minimum 8+  years’ experience with Oracle ERP R12 Financials in a support role is required
    • Previous experience in at least 3 or 4 of the following modules, GL, AP, AR, PO, INV, CM & ChRM (Trade Management) modules (R12) is required.
    • Previous experience in one or more of the following modules, PA, FA, iExp, iProc, OM or Advanced Pricing a plus
    • Experience in SQL, PL/SQL, Oracle 8i/9i/10G, Oracle Discoverer (10G), required
    • Knowledge of Oracle Alerts, Workflow and Concurrent Manager required
    • Experience with interface creation and support via EDI and Oracle API required.
    • Must be available for after-hours support, especially during month end closing
    • BS in Computer Science, Information Technology, or related field.




    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.


    *This position is eligible for the Employee Referral Bonus Program - #LI-KJ1



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